Remote Senior Journey Architect

GitLab Inc.; United States; Teletrabalho; USD 140 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible paid time off

Equity compensation

Growth and development fund

Resumo da oferta

GitLab Inc. is seeking a Lead/Principal Journey Architect on the Digital Customer Outcomes team to connect programs into customer journeys driving actions, retention, and revenue.

You will own journey design and service blueprints, expanding across products, personas, and coverage models. Reporting to the Vice President, Digital Customer Outcomes, you’ll join as an individual contributor at L5 or L6 depending on experience.

Qualificações

• Senior experience in customer journey design or service design.
• Track record of launching programs with measurable adoption/retention outcomes.
• Hands-on with service blueprints and cross-functional handoffs.
• Knowledge of journey orchestration, in-app guidance and marketing automation.

Responsabilidades

• Design journeys from business outcomes to customer actions and engagement.
• Decide self-serve, AI-assisted, or human-led steps and define handoffs across channels.
• Build service blueprints with CX Operations and document owners, triggers and metrics.
• Write journey specifications and coordinate build plans for timely delivery.
• Partner with Lifecycle Marketing on audience, sequencing and delivery.

Conhecimentos

Journey design

Service design

Cross-functional leadership

In-app guidance

Marketing automation

Data/Insights

Descrição da oferta de emprego

GitLab Inc. is seeking a Lead/Principal Journey Architect on the Digital Customer Outcomes team to connect programs into customer journeys driving actions, retention, and revenue.

You will own journey design and service blueprints, expanding across products, personas, and coverage models. Reporting to the Vice President, Digital Customer Outcomes, you’ll join as an individual contributor at L5 or L6 depending on experience.